Technical Account Manager

We are seeking a customer-focused Technical Account Manager to act as the dedicated technical partner for Era4 customers throughout their lifecycle. This role combines technical infrastructure expertise with relationship management, service governance and operational coordination to ensure customers achieve maximum value from Era4's AI and HPC platform services.

• Serve as the single, dedicated technical point of contact for Era4 customers, building deep familiarity with their workload patterns, performance and capacity needs, and operational requirements.
• Own onboarding and Technical Account management and the ongoing development of Era4's Customer Onboarding and Engagement Model.
• Run regular touch point calls and service reviews, presenting SLA performance, capacity utilisation, and incident trends against SLA commitments.
• Become a trusted partner to our customer and advocate internally, assisting where needed in translating technical requirements and problems into internal actions, involving relevant business areas (Technology, Commercial etc.).

• Translate workload requirements (training/inference clusters, node counts, interconnect needs) into deployment and provisioning plans, working with Operations and Engineering Teams.
• Validate cluster health, network fabric configuration (Infini Band/RoCE, VLANs, OOB management), and GPU server readiness ahead of go-live or expansion.
  
  Ensure test and observability coverage meets internal and customer requirements.
• Own and maintain account-specific architecture, technical documentation, and runbooks.

• Act as first-line escalation point for incidents affecting the account, coordinating with the 24x7 OC and Field Engineering; escalat P1s and SLA-credit-threshold risk via the relevant workflows.
• Contribute to root cause analysis and post-incident reviews, helping to define and track corrective actions to closure, as part of a structured problem management process.

• Own KPI reporting for the account against contracted SLA metrics (availability, SLA performance, incident, and change.
• Contribute to the technology backlog and help define, prioritise, and track required features, recurring or systemic issues. Feeding into product roadmap discussions.
• Provide technical input to support commercial conversations.

• Prior customer-facing technical role (TAM, Solutions Engineer, Implementation Consultant, Customer Success Engineer, Pre-sales engineer).
• Previous experience within bare metal deployments, data centre operations, or high-density compute environments.
• Linux systems administration and troubleshooting (CLI, logs, performance diagnostics).
• Familiarity with GPU server hardware and workloads , drivers, high-density deployments, operational quirks of dense GPU racks (cooling, PCIe, power).
• Data centre networking fundamentals: VLANs, routing basics, out-of-band management, high-performance interconnects (Infini Band/RoCE).
• Comfortable working with SLAs, KPI frameworks, and ITIL-aligned incident processes.

• Kubernetes or container orchestration exposure in bare-metal/on-prem contexts.
• Scripting (Python/Bash) for diagnostics, automation, or reporting.
• Familiarity with CMDB/asset tooling and Observability stacks.
• ITIL Foundation, CCNA, or CKA certification.
• Prior experience with AI/ML infrastructure customers or GPU cloud providers.

You’ll be joining a mission-driven start-up building critical national infrastructure, where operational excellence directly enables growth. This role offers high visibility with leadership, real autonomy, and the chance to shape how a next-generation company operates at scale.

Era4 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.